Seamless authentication and enrollment

An apparatus comprising:

• at least one processor configured to:
• receive a plurality of authenticated audio streams from an audio server that archives audio data of historical communication sessions between a customer and a representative;
• generate by a processor a voice print for the customer based on the plurality of authenticated audio streams for the customer;
• automatically, by the processor, authenticate the customer in a subsequent communication while the customer is talking to an agent using the voice print;
• receive an additional audio stream from the audio server of a second historical communication session between the customer and the representative;
• create a preliminary association between the audio stream and the customer;
• determine a confidence level of the preliminary association based on stored authentication information of the customer;
• if the confidence level is higher than a threshold, generate a current voice print for the customer, and comparing the current voice print to the customer's voice print and to voice prints of other customers;
• and
• if the confidence level is higher than a threshold, checking using the processor the identity of the customer against a suspicious customer list, and if the identity of the customer is not listed in the suspicious customer list, sending a request to compare the audio stream to a database of voice prints of known fraudsters;
• performing the operation of sending a request to generate from the audio stream a current voice print associated with the customer only if the audio stream does not match any known fraudsters;
• and
• if the current voice print does not match any other voice prints of other customers and the current voice print is consistent with the customer's voice print, then enroll the current voice print for the customer in a customer voice print database.

A computer-implemented method comprising:

• receiving audio streams from an audio server that archives audio data of historical communication sessions between customers and representatives;
• for each of at least some of the audio streams generating and enrolling a respective enrolled voice print by:
• a management server using a processor to create a preliminary association between an audio stream related to a particular one of the historical communication sessions and an identity of a customer that has engaged in the particular historical communication session based on stored identification information;
• determining using the processor a confidence level of the preliminary association based on stored authentication information related to the customer;
• if the confidence level is higher than a threshold, checking using the processor the identity of the customer against a suspicious customer list, and if the identity of the customer list is not listed in the suspicious customer list, sending a request to compare the audio stream to a database of voice prints of known fraudsters and if the audio stream does not match any known fraudsters, sending a request to generate from the audio stream a current voice print associated with the customer;
• prior to enrolling the current voice print, comparing using the processor the current voice print associated with the customer to a voice print previously enrolled for the customer and comparing using the processor the current voice print associated with the customer to voice prints associated with other customers;
• and
• enrolling using the processor the current voice print, if the current voice print does not match any other voice prints associated with any of the other customers and if the current voice print is consistent with the voice print previously enrolled for the customer, in a customer voice print database as an enrolled voice print;
• and
• automatically authenticating the customer during a succeeding communication session based on the enrolled voice print.

An apparatus comprising:

• at least one processor configured to:
• receive audio streams from an audio server that archives audio data of historical communication sessions between customers and representatives;
• for each of at least some of the audio streams generate and enroll a respective enrolled voice print by:
• creating a preliminary association between an audio stream related to a particular one of the historical communication sessions and an identity of a customer that has engaged in the particular historical communication session based on stored identification information;
• determining a confidence level of the preliminary association based on stored authentication information related to the customer;
• if the confidence level is higher than a threshold,
• checking using the processor the identity of the customer against a suspicious customer list, and if the identity of the customer list is not listed in the suspicious customer list, sending a request to compare the audio stream to a database of voice prints of known fraudsters and if the audio stream does not match any known fraudsters, sending a request to generate from the audio stream a current voice print associated with the customer,
• prior to enrolling the current voice print, comparing the current voice print associated with the customer to a voice print previously enrolled for the customer and comparing the current voice print associated with the customer to voice prints associated with other customers;
• and
• enrolling the current voice print, if the current voice print does not match any other voice prints associated with any of the other customers, in a customer voice print database as an enrolled voice print;
• and
• automatically authenticate the customer during a succeeding communication session based on the enrolled voice print.